Most companies boast that they put the customer at the centre of absolutely everything they do – but few actually do it. This workshop will share best practices in rolling out a Customer Experience program specifically for the complex world of B2B business.
Through interactive exercises, your group will learn how to work through operational silos to uncover what your customers really need, expect and want. You’ll also learn how to take action on customer insights using real-world examples to inspire you to use CX to drive sales, increase customer retention and foster customer loyalty.
2.5 hours of training + 2.5 hours of work sessions
6 hours (9:00 to 3:00)
The difference between customer service and customer experience
10 stumbling blocks that stand in the way of superior customer experiences
Introduction to customer design, voice of customer, customer journey mapping, empathy mapping and persona development
The price for the training session includes rental of a boardroom here at Jan Kelley, which can comfortably accommodate up to 20 participants per session. We’ll also provide food and beverages throughout the day, for your team, so energy levels stay high.
Shannon has been instrumental in establishing Jan Kelley’s brand and customer experience practice areas. As marketing continues to be less about what we say and more about what we do to create relevant, valuable experiences for customers before, during and after purchase, Shannon always finds new ways to drive customer innovation. A designated CXPA professional, Shannon has worked with clients such as Pyrotek, Terrapure and Harley-Davidson.
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We can talk about this for days.
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